QANTAS Team Members join the McKenzie Family

Posted by McKenzie | 04 Jun 2020

Qantas and McKenzie have teamed up to help support our residents in staying connected to their families.

When the pandemic hit, we knew we had to quickly plan for a ‘surge’ workforce that was right for our residents and the McKenzie cornerstones.  We scanned alternate industries for appropriate support.  We knew that Qantas had outstanding customer service training and were well equipped emotionally to work during a pandemic. Thus the relationship began and what an incredible story it has become!

As the situation of the pandemic unfolded, there was a need to be creative with activities and remain connected with families. This is where the Qantas team became invaluable.

Meet Matt, 13 years working as a Customer Service Manager at Qantas, and now working in our lifestyle team at Seaton Place, Cleveland.

Matt was a regular performer in the Qantas revue musicals, and has in the past taught English in Japanese aged care homes.

These skills, coupled with ‘first class’ customer service skills, has made him an instant hit with our residents and staff.

Little things make all the difference when you are on a long haul flight, and they make all the difference in aged care too. Jaye, our lifestyle coordinator explains; “Matt bought a lilac shirt so that residents knew he was part of the team. He took time to learn everyone’s name on his first day. Two of our residents carry their handbags everywhere with them, and only this morning he was chatting and walking with them, carrying both of their handbags for them.”

Matt is loving his time with us “it’s an opportunity of a lifetime to make a real difference in people’s lives.”

Sam Scott, Facility Manager, sums it up: “We know we can’t take the place of their family, but we are trying to ensure that our residents are all receiving as much contact from everyone as possible and not just in a care needs capacity. I think they are all feeling very safe and loved at the moment. Matt is helping with that. He fits right in – it feels like he has been here for years”


This positive experience is echoed by Michelle Jarvis, Facility Manager of our Charlesbrook residence in Templestowe Victoria.

“The feedback from Residents, Staff and Families is overwhelmingly positive.  Our two Qantas employees, Fergus and Kath, are absolutely wonderful with everyone, so positive, happy and inspiring.  Families are commenting how bright and happy they are when involved with Skype. They have honestly fit into the Charlesbrook Family immediately and feels like they have been here forever. Thank you so much to McKenzie for this initiative as the outcomes of our Residents emotional well-being is a priority.”

Our most recent addition to the MACG family is Jacquie, who has been welcomed with open arms at our Lynbrook facility in Victoria “It’s an absolute honour and privilege working at Lynbrook Park. The staff are so welcoming and the residents are a joy to be around. I’m loving every minute there and thank you so much for the opportunity. I feel so lucky”.

We have 16 Qantas staff working in our facilities. They are doing everything from helping with skype calls to spending time chatting with residents to assisting with activities, to running Q&A travel sessions! We feel very lucky to have them.